Troubleshooting: Using Gift Cards

Having gift card issues? Find solutions to common problems below.

Common Issues#

Problem: Gift Card Shows “Already Used” But Customer Says They Haven’t Used It#

Symptoms:

• Customer presents card but system shows zero balance
• Customer insists they haven’t used the card

Solution:

1. Go to HQ → Customers → Gift Cards
2. Search for the card by barcode
3. Open the card and view the History panel
4. Review all transactions (loads and redemptions)
5. Verify when and where the card was redeemed

If the redemption was an error:

• A manager can manually adjust the balance in HQ

Problem: Gift Card Balance Shows Incorrectly After Partial Payment#

Symptoms:

• Customer used card for partial payment
• Balance doesn’t match expected amount
• Different balance shown on different tills

Solution:

Wait 30 seconds for the balance to sync across tills via the device mesh.

If balance still incorrect:

1. Check transaction history in HQ (Customers → Gift Cards)
2. Verify the actual balance from the history
3. If there’s a discrepancy, contact Paimnt support

Problem: Customer Wants to Return Items Paid with Gift Card#

Symptoms:

• Customer wants a refund on gift card purchase
• Need to credit back to the card

Solution:

1. Process refund according to your venue’s policy
2. System can credit refund amount back to original gift card
3. Check with manager whether to issue store credit to new card or refund to original

Problem: Linked Gift Card Not Showing Up#

Symptoms:

• Member added to sale
• Press Pay with Gift Card
• No cards appear in list

Solution:

Check 1: Correct member added

• Verify you added the right member to the sale
• Search by phone, email, or name to confirm

Check 2: Verify card is linked

1. Go to HQ → Customers → Gift Cards
2. Search for the card by barcode
3. Check if it’s linked to the correct member account

Check 3: Card may have expired

• Check expiry date in HQ
• Default expiry is 3 years from issue
• Manager can extend expiry if needed

Problem: System-Generated Barcode Won’t Print#

Symptoms:

• Sold a gift card
• Barcode didn’t print on receipt
• Customer has no way to use the card

Solution:

1. Check receipt printer is connected and has paper
2. Write down the barcode number displayed on screen
3. Manually write barcode on a blank card
4. Customer can enter barcode manually at redemption

Problem: Gift Card Expired#

Symptoms:

• Customer tries to pay with expired card
• System rejects the payment

Solution:

1. Check your venue’s policy on expired cards
2. Some businesses honor expired cards as a courtesy
3. Managers can adjust expiry dates in HQ:
   • Go to Customers → Gift Cards
   • Find the card
   • Edit the expiry date
   • Save

Problem: Multiple Linked Cards - Customer Doesn’t Know Which to Use#

Symptoms:

• Member has several linked cards
• Unsure which one has balance

Solution:

1. Add member to sale
2. Press Pay with Gift Card
3. All linked cards display with current balances
4. Show the list to the customer
5. Select the appropriate card

Still Having Issues?#

If your problem isn’t listed here:

1. Check the full guide for Using Gift Cards for detailed instructions
2. Verify gift card function buttons are on your keyboard
3. Check HQ for card transaction history
4. Contact Paimnt support for assistance